Measuring IT service management performance: a model development

Gacenga, Francis and Cater-Steel, Aileen and Toleman, Mark and Tan, Wui-Gee (2012) Measuring IT service management performance: a model development. In: Measuring organizational information systems success: new technologies and practices. Business Science Reference (IGI Global), Hershey, PA, USA, pp. 102-119. ISBN 9781466601703

Abstract

Prompted by the realisation that IT is now seen as a service, with a customer focus and process orientation, the authors propose a model to measure IT service management (ITSM) performance. Measuring ITSM performance will enable organisations to demonstrate the benefit from their investment. The model is based on a systematic literature review that progressed from considering the general areas of organisation performance measurement to examining commonly used performance metrics. Although there are a number of studies on ITSM implementation, only a few considered the performance measurement of ITSM. A structured method for the design of the model was adopted through a three-level analysis. A comparison of existing performance measurement frameworks was first made to identify those that are suitable for ITSM and that would facilitate communication between the business and IT function. This was done using appropriate dimensions from past work of various performance measurement researchers. The frameworks were then classified along these dimensions to identify their completeness, eliminate unnecessary dimensions, and identify the natural dimensions for ITSM.


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Item Type: Book Chapter (Commonwealth Reporting Category B)
Refereed: Yes
Item Status: Live Archive
Additional Information: Chapter 6. Permanent restricted access to published version due to publisher copyright policy. Print copy held in the USQ Library at call no. 658.403801 Mea. Copyright © 2012, IGI Global. Copying or distributing in print or electronic forms without written permission of IGI Global is prohibited.
Depositing User: Dr Francis Gacenga
Faculty / Department / School: Historic - Faculty of Business and Law - School of Information Systems
Date Deposited: 30 Jan 2012 05:58
Last Modified: 07 Oct 2014 00:54
Uncontrolled Keywords: IT service management, service, service management, performance measurement, balanced scorecard, efficiency, effectiveness
Fields of Research (FOR2008): 08 Information and Computing Sciences > 0806 Information Systems > 080609 Information Systems Management
Socio-Economic Objective (SEO2008): B Economic Development > 89 Information and Communication Services > 8999 Other Information and Communication Services > 899999 Information and Communication Services not elsewhere classified
Identification Number or DOI: doi: 10.4018/978-1-4666-0170-3.ch006
URI: http://eprints.usq.edu.au/id/eprint/20678

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